Total Quality Management (TQM)
TOTAL QUALITY MANAGEMENT (TQM)
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Introduction
·
TQM
o Total: -
Whole
o Quality: -
Degree of excellence
o Management: -
Art of planning, controlling, coordinating, directing and motivating
·
Hence,
it can be defined as an art of managing the whole to achieve excellence
·
According
to the ISO “TQM is
o A management
approach for an organization
o Centered on quality
o Based on the
participation of all its members
o Aiming at
long-term success through customer satisfaction
o Benefits to all
members of the organization and to the society
Characteristics
of TQM
o
Management
Committed
o
Closer
Customer Relations
o
Benchmarking
o
Increased
Training
o
Employee
Empowerment
o
Flexible
Production
o
Process
Measuring
Aspects
of TQM
o
Counting
o
Tools, techniques
and training to
§ Analyze, understand and solve out the quality problems
o
Customers
o
Customers are the
driving force and central concern
o
Culture
o
These are the
shared values and beliefs
Principles & Key
Elements of TQM
o
Principles
o
Produce quality
work
o
Focus on the
customer
o
Have a strategic
approach to improvement
o
Improve
Continuously
o
Encourage mutual
respect and teamwork
o
Key Elements
o
Focus on the customer
§ Identify the organization customers
· External Customers: Consumes the organizations product or service
· Internal Customers: Receives the output of other employees
o
Employee
involvement
§ Employees should be involved in quality initiatives
§ Employees are likely to have the closest contact with
external customers
§ Employees must have the authority to innovate and
improve quality
o
Continuous
improvement
§ It is the incremental improvement that occurs on a regular
basis will eventually add up to vast improvement in quality
§ The improvement can be done in 5 ways: -
· Reduce resources
· Reduce errors
· Meet expectations
· Make process safer
· Make process more satisfying
Benefits, Advantages
& Disadvantages of TQM
·
Benefits
o
Improved quality
o
Employee
participation
o
Team work
o
Customer satisfaction
o
Employee
satisfaction
o
Productivity
o
Profitability
o
Market Share
·
Advantages
o
Improves
reputation
o
High employee
morale
o
Lower cost
o
Decrease wastage
·
Disadvantages
o
Initial
introduction cost
o
Benefits may not
be seen for several years
o
Workers may be
resistant to change
Video Description
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